Bank accounts Best banks for customer satisfaction
How bank account providers score for customer service
We ask bank account customers to rate how satisfied they are with their current account provider. The table below reveals the best and the worst banks for customer service.
| Customer satisfaction for current accounts | |||
|---|---|---|---|
| Current accounts | Internet | Telephone | Customer score |
| First Direct |  | | 93% |
| Smile | | | 88% |
| The One Account |  | | 85% |
| The Co-Operative Bank | | | 85% |
| First Trust Bank (NI) | n/a | n/a | 76% |
| Nationwide BS | | | 74% |
| Intelligent Finance (IF) | | | 67% |
| Yorkshire Bank |  | | 61% |
| Cahoot | | n/a | 60% |
| Northern Bank (NI) | | n/a | 59% |
| Clydesdale Bank | | | 58% |
| HSBC | | | 58% |
| Lloyds TSB | | | 56% |
| NatWest | | | 56% |
| Barclays | | | 54% |
| The Royal Bank Of Scotland | | | 53% |
| Halifax | | | 53% |
| Bank Of Scotland | | | 48% |
| Santander | |  | 42% |
Table notes
n/a = sample size too small
Average overall customer satisfaction score is 62%
Sample sizes: First Direct (1,290), Smile (534), The One Account (60), Co-operative Bank (548), First Trust Bank (33), Nationwide BS (1,642), Intelligent Finance (99), Yorkshire Bank (139), Cahoot (104), Northern Bank (43), HSBC (1,515), Clydesdale Bank (142), Lloyds TSB (2,340), NatWest (1,862), Barclays Bank (1,865), Royal Bank of Scotland (722), Halifax (820), Bank of Scotland (399), Santander (1,306). Total sample size: 15,702
Our research
In May and December 2011 we surveyed 15,705 members of the Which? community about their bank accounts.
Overall customer scores are worked out using a combination of overall satisfaction and how likely members are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.
- Call the Which? Money Helpline for further guidance on the banking best options for you
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